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Vinícius Munhoz

@vinciusmunhoz

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Dedicated Head of Customer Support with over 7 years of experience.

Colombia

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What I'm looking for

I am looking for a role that values customer success and fosters a collaborative environment.

I am a dedicated Head of Customer Support with over 7 years of experience, including 6 years working remotely. I take pride in having received the Quality King HEAD OF CUSTOMER SUPPORT award from GoDaddy, Inc. for my exceptional customer support skills. My extensive knowledge in the technological sector has allowed me to establish and maintain solid relationships with customers and teammates.

In my current role at Lead Sherpa, Inc., I develop and implement customer support strategies that align with overall business objectives and customer success goals. I lead recruitment, training, and performance management of support teams, cultivating a high-performing and empathetic culture. I also oversee ticket and escalation management, ensuring adherence to SLAs and swift resolution of complex issues.

My previous experience includes leading a team of customer support specialists and providing technical support for web hosting services. I am committed to continuous improvement and use data to drive insights that enhance customer satisfaction and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Support

Current

LeadSherpa, Inc.

Oct 2024 - Present (10 months)

Developing and implementing a customer support strategy aligned with overall business objectives and customer success goals. Leading recruitment, training, and performance management of support teams, cultivating a high-performing and empathetic culture.

Team Leadership Recruitment Training Performance Management Customer Success SLA Management Data Analysis Reporting Cross Functional Collaboration

Senior Customer Support Specialist

LeadSherpa, Inc.

Jul 2022 - Oct 2024 (2 years 3 months)

Led the team of customer support specialists in handling inquiries from customers about products and billing information. Mentored junior team members and assisted leadership to ensure team goals and KPIs were met.

Customer Support Team Leadership Mentoring KPIs Workflow Management Quality Assurance Performance Monitoring Billing Customer Service Escalation Management

Customer Support Specialist

LeadSherpa, Inc.

Mar 2020 - Jul 2022 (2 years 4 months)

Responded to support tickets and chat requests, managing the Knowledge Base and Facebook group. Communicated possible technical issues to the development team and resolved billing issues.

Customer Support Ticketing Social Media Management Technical Communication Quality Assurance Chat Support Customer Service Troubleshooting

L1 Web Hosting Support

HostPapa, Inc.

Apr 2019 - Feb 2020 (10 months)

Solved customer's web technology problems, including installing, configuring, maintaining, and solving errors for content management systems like WordPress, Drupal, and Joomla. Assisted customers with proper tool usage to develop their businesses.

Web Hosting Support Content Management Systems WordPress Drupal Joomla Technical Support Fraud Analysis KYC Account Approval Troubleshooting

Business Consultant

Sutherland Global Services/GoDaddy

Jun 2018 - Apr 2019 (10 months)

Collected information about clients' businesses through various methods and provided technical support. Analyzed and interpreted data to identify weaknesses and problems, offering guidance and solutions.

Business Consulting Technical Support Data Analysis Problem Solving Client Communication Business Analysis Customer Service Reporting

Education

Degrees, certifications, and relevant coursework

Federal University of Technology, Paraná

Bachelor, Business and Public Administration

Studied Business and Public Administration at the Federal University of Technology, Paraná. Gained foundational knowledge in business principles and public sector operations.

ILAC

Certificate, English Language

Completed a High Advanced English program at ILAC, enhancing language proficiency. Developed strong communication skills essential for professional environments.